NXGEN is a leading service provider offering end-to-end integrated infocommunications IT solutions services. We lead digital transformations for clients by modernising their mainstream IT and deploying digital solutions at scale to drive growth and performance.
At NXGEN, we put our customers first and help them navigate their digital transformation with ease. We recognise the importance of connecting people to foster collaboration and build relationships that last, and we empower their business by providing innovative solutions and technical expertise. Our commitment to honouring our word is integral to everything we do.
NXGEN is a wholly-owned subsidiary of TeleChoice International Limited, a publicly listed company. TeleChoice is also a portfolio company of ST Telemedia, a strategic investor in communications and media, data centres and infrastructure technology businesses, across Asia, the US and Europe.
TeleChoice International Limited (TeleChoice) is a regional diversified provider and enabler of innovative communications. Incorporated in Singapore on 28 April 1998 and listed on the Main-Board of the Singapore Exchange Securities Trading Limited (SGX-ST) on 25 June 2004, TeleChoice is a subsidiary of leading infocommunications group, Singapore Technologies Telemedia Pte Ltd, which operates in the Asia Pacific, the America and Europe.
As a Service Desk Specialist, you will be responsible for ensuring that end-users have efficient and secure access to their desktops and related IT resources. You will be involved in troubleshooting and resolving hardware and software issues, deploying new hardware and software, managing updates and patches, and providing excellent customer service to end-users.
Responsibilities
- Provide first level client support.
- Respond to and resolve end-user requests and issues related to hardware, software, applications, and IT services. This includes troubleshooting technical problems, answering queries, and providing guidance.
- Receive, document, and categorize IT incidents reported by end-users. Follow predefined procedures to resolve incidents, ensuring minimal disruption to business operations.
- Process and fulfil service requests submitted by users. This may involve provisioning new accounts, resetting passwords, or providing access to specific resources.
- Provide remote assistance to users through phone calls, emails, chat, or remote desktop control tools. Guide users through technical troubleshooting steps when necessary.
- Use a ticketing system to log, track, and manage incidents and service requests. Ensure accurate and timely updates on the status of tickets and prioritize them based on urgency and impact.
- Maintain clear and effective communication with end-users, keeping them informed about the progress of their requests and providing estimated resolution times.
- Contribute to and utilize a knowledge base that contains solutions to common issues and frequently asked questions. Use this resource to resolve issues efficiently.
- Maintain accurate records and documentation of incidents, service requests, and resolutions. This documentation is essential for future reference and analysis.
- Escalate complex or unresolved issues to higher-level support teams or specialists. Ensure that escalated issues are well-documented and communicated to the relevant teams.
- Provide basic IT training and guidance to end-users to help them become more self-sufficient and informed about IT best practices.
- Monitor IT systems and services for potential issues or outages. Respond to alerts promptly and initiate incident management procedures as needed.
- Identify trends in reported issues and provide feedback to higher-level IT teams for system improvements or updates. Participate in process improvement initiatives to enhance service delivery.
- Promote and enforce IT security policies and practices among end-users to mitigate security risks and threats.
- Ensure that IT support activities adhere to relevant compliance standards, such as data privacy regulations and industry-specific requirements.
- Generate reports on incident and service request metrics, including response times, resolution times, and user satisfaction. Use this data to assess and improve Service Desk performance.
- Support the transition and onboarding of new client accounts, including preparing documentation, understanding client requirements, and training service desk agents on relevant processes and workflows.
- Conduct onboarding sessions for new service desk agents, providing training on service desk tools, client Standard Operating Procedures (SOPs), and operational guidelines.
- Create, maintain, and update knowledge base articles, ensuring documentation reflects each client's SOPs, processes, and frequently encountered issues.
- Investigate service desk incidents and prepare detailed sequence-of-events or incident analysis reports when required.
- Monitor service desk operations and performance, ensuring compliance with Service Level Agreements (SLAs), response targets, and service quality standards.
- Provide operational coverage during agent absences, including working extended shifts (e.g., 12-hour coverage) when required to maintain service continuity.
- Remain on standby for urgent or critical FCR incidents, including coordinating backup devices, managing emergency situations, and activating Business Continuity Plans (BCP) during outages or telephony downtime.
Requirements
- Bachelor Degree or Diploma in computer science, information technology, or related field.
- Familiar in supporting Microsoft Windows and Apple MAC environments, including the windows stack, Active Directory, Exchange in-house and hosted e-mail systems.
- Strong technical skills in desktop hardware, operating systems (Windows, macOS, Linux), and software applications.
- 2 to 5 years of experience in desktop support and IT helpdesk roles.
- Knowledge of desktop virtualization, remote desktop support, and mobile device management.
- Strong problem-solving skills and the ability to work independently and as part of a team.
- Excellent communication and customer service skills.
